What is Premium Support?
About Premium Support
The Premium Support Services team provides custom technical support to
clients on a contract basis. Through these services we offer to each client
one or more specific Premium Support Managers (PSMs) who have on average
6 years of advanced experience supporting customers as Senior Technical
Support Engineers. The client has direct access to the PSM and has the
unique ability to integrate that individual into their IT team, providing
an ongoing relationship with IBM Rational.
Premium Support provides you with a customized approach to technical support, focused on your needs.
- A dedicated Premium Support Manager (PSM) who will serve as your single
point of contact into IBM Rational technical support.
- 7x24 support for Priority 1 (urgent and important) issues, 5x8 (YOUR normal
business hours) support for all other issues.
- Direct access to your PSM via office phone, cell phone, instant messaging, and e-mail.
- On-site visits by your PSM and Rational Customer Support senior management
team. These visits:
- Establish your working relationship with your PSM and IBM Rational, providing
the PSM the opportunity to understand your business and your working environment.
- Regular reports on your support activity, custom configured to your needs,
identifying the return on your investment.
- A proactive approach to your support needs, including:
- Best practices on upgrades, deployments and product integration.
- Regular engagement from your PSM to meet your needs and exceed your goals.
- Enable you to drive efficiency and success in your organization.
- Regular contact from your Rational Customer Support's senior management team to ensure your needs and expectations are being fulfilled.
If you are interested in a Premium Support Management program for your
organization, please contact:
Luke Raiano
Rational Premium Support Evangelist - Americas
luke_raiano@us.ibm.com
1-603-488-0567
John Dejevij
Rational Premium Services Team Lead - EMEA
john.dejevij@nl.ibm.com
31-20-513-6148
Andreas Gschwind
Rational Technical Sales & Services - Asia Pacific
agschwind@au1.ibm.com
61-2-939-78662
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Premium
Support fact sheets on CD
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